**Key Responsibilities**- Resolving technical client queries received through multiple channels either through in-depth analysis or in conjunction with internal teams.- Take ownership for query analysis, investigating and resolving queries to a level of resolution acceptable by the agreed service levels.- Analysis of statistical and production data to identify patterns and to make suggestions to Team Lead and Manager to improve First Data and Client business management.- Develop new SQL processes to enhance data extract requirements.- Management of escalated queries that may hinder First Data from reaching agreed service levels, including the management of client critical issues.- Interaction with other team members and management to improve efficiency and effectiveness of the unit.- Continuously work with the Team Leader and on their own to design and create data reports and reporting tools.
**Job Requirements**Other technical skills include:- Degree in an IT or Business-related discipline.- A minimum of 2 years' experience working in an Analytical or incident management role.- Previous experience working in a troubleshooting role.- Excellent communication skills.- Experienced user of SQL.- Knowledge of JIRA.- Previous experience in credit card/payments/merchant acquiring industry preferable but not essential.- Experienced in Excel/VBA.- Previous experience of working in a client focused environment.
**Competencies**The ideal person will be able to demonstrate the following important behaviours:- Advanced problem-solving skills and proven ability to think logically.- Quality focused with attention to detail.- Ability to schedule and prioritise tasks in a manner that optimises efficiency and effectiveness.- Very comfortable communicating with employees of all levels within the company.- Organised, logical and professional at all times.- Ability to work under pressure to tight deadlines, with a commitment to service delivery.- Self-motivated with the ability to work on own initiative or as part of a team.